“Disappointed 😞”
The location was good and the bed comfortable. My experience at Captain Morgan’s Retreat was extremely disappointing and honestly unacceptable for a place that markets itself as a major tourist destination. I was told they were short‑staffed because of the Easter weekend, which is a very poor excuse. Holidays are peak season, not a surprise, and any well‑managed hotel should be properly prepared. The issue with my reservation started because I had reported the credit card I originally booked with as lost after I couldn’t find it, so the card declined at check‑in. That is understandable. However, I came fully prepared with another valid credit card to pay, which should have easily resolved the situation. Instead, I was told my reservation had been cancelled and that no rooms were available, even though the property appeared nearly empty. I then offered to pay with my other credit card, but that option was completely denied. I was told the only way I could stay was to pay in cash. As someone with experience working at a Historic Hotels of America property, I found this extremely unprofessional and honestly humiliating. There was no logical reason to refuse a valid credit card. To add to this, my family member who was also staying at the hotel offered to put the room on her credit card or even rebook the reservation under her name. She only made that offer because she needed cash at the time, and it would have been convenient for both of us. I had not even shared the full situation with her, yet her offer was still refused. Again, cash only was demanded. On top of paying cash for the room, I was also required to leave a $200 USD cash deposit for pool towels. This felt excessive and unreasonable, and the entire situation gave the impression that they were hoping I would not be able to produce the cash. At checkout, I was told no receipt was available for my stay. I had to insist on receiving one for business purposes, and only then was I told it would be emailed.
Sarah·6 months ago